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Healthcare organizations are dedicated to providing exceptional care, prioritizing the patient’s satisfaction and experience through a patient-centered approach. This approach ensures patients are firmly at the center of their care and engaged in each step, with a critical piece now being adoption of digital patient communications between the patient and their caregiver.

Yet, the path to truly patient-centered care is not without its challenges. HealthCare organizations struggle with the complexities of achieving interoperability among disparate health systems, harnessing the predictive power of data analytics to anticipate patient compliance and addressing the persistent inequities that leave some patients struggling to access care.

New research from Webex shows 76% of respondents feel digital communication tools improve the patient experience, although using these tools are not currently a factor in selecting a healthcare provider with 61% still choosing a provider who did not offer digital communications. This indicates that there is still a low level of awareness that patients can engage with healthcare providers as they would in other aspects of their lives, which is important if providers are moving to a value-based care model.

Cloud communications platforms, such as Webex Connect, help healthcare organizations improve their overall patient engagement strategy. Enabling communication across multiple channels and integrating into existing backend systems makes it quick and simple to introduce digital communications into existing processes and apps, supporting a healthcare providers digital transformation and helping to meet their patients on their choice of communication channel.

Webex Connect is helping to overcome these challenges by delivering a more patient-centric, connected experience through strategic partnerships, personalization, and innovative AI-driven insights.

Strategic partnerships with Deep Medical and SpinSci

Webex is proud to announce our partnerships with two innovative technology partners, helping to drive change and improve patient outcomes by utilizing Webex Connect.

Deep Medical is bringing AI-driven personalization capabilities to the Webex Connect platform. Using its advanced AI algorithm, Deep Medical is revolutionizing patient engagement by analyzing hundreds of human behavior insights to predict and preemptively alleviate patient no-shows.

When integrated with Webex Connect, it facilitates personalized, targeted messages, on the patients’ preferred channels, to help them better fit their healthcare into their lives, not the other way around.

This innovative approach is transforming healthcare delivery, making it more adaptable to the unique demands of patients’ lives, thereby mitigating health disparities and substantially cutting down on the financial impact associated with missed appointments.

SpinSci Technologies is also announcing their partnership with Webex Connect to enhance digital patient engagement and deliver better healthcare interactions through an integrated AI-enhanced patient-centric engagement platform across the entire care journey. From pre-visit preparation to post-visit follow-up, pre-packaged intelligent workflow orchestration and digital channel orchestration enables an end-to-end connected experience across the patient journey for care coordination.

SpinSci’s unique solution offerings and deep subject matter expertise complements Webex Connect, helping to build and automate key healthcare use cases such as referrals, scheduling, prescription refills and more. Together, we are elevating experiences between patients and care teams, including enhancing patient engagement, reducing care team burnout, and streamlining clinical workflows with AI-driven insights for improved efficiency.

Customer success: Integrating Webex Connect with Cerner for enhanced patient engagement

Webex Connect’s ability to integrate with cloud-based Electronic Health Records (EHR) such as EPIC and Cerner, enables healthcare organizations to tap into data within those systems to automate and trigger patient workflows such as two-way appointment reminders over various channels. Embracing the digital revolution, the largest healthcare provider in Western New York, Kaleida Health, did just that.

Our enterprise-grade Communications Platform as a Service seamlessly integrates with Kaleida’s Article Cerner EHR system to deliver patients with real-time, two-way appointment reminders.

This initiative reinforces their commitment to offering best-in-class digital interactions that streamline communication between patients and their healthcare providers. The result is a more accessible, efficient, and frictionless healthcare journey for patients, which simultaneously drives down costs, alleviates the burden on call centers, and significantly enhances patient satisfaction.

As a leading U.S. healthcare network, Kaleida Health prides itself on delivering the best patient care experience, which is why we are excited to be using Webex Connect to deliver a best-in-class digital journey for patients that makes interacting with their care providers more accessible, efficient and seamless. Webex Connect provides an excellent integration with our Cerner EHR system to provide real-time, two-way appointment reminders for an enhanced comms process, and delivers improved staff efficiency. Drawing from the expertise and experience of the Webex CPaaS team, we were able to design and implement a connected patient experience that supports our objectives of improving patient satisfaction while reducing costs from missed appointments and decreasing call center volume.

Brian DeCicco, Manager IT Development at Kaleida Health.

Visit us at HIMSS 2024

Embracing a cloud communications platform has the potential to revolutionize healthcare communication and drive significant improvements in patient outcomes. To learn more about Webex Connect and the other healthcare challenges we can help solve, visit us at the Cisco booth or our Patient Experience Kiosk at HIMSS 2024 in Orlando, Florida.